GUEST EXPERIENCE COORDINATOR (H/F)

JR France; Saint-Étienne; Sur place; EUR 30 000 - 45 000; Plein temps

Résumé du poste

A leading luxury cruise company is seeking a dedicated coordinator to enhance guest experiences through effective communication and service delivery. The role involves liaising between guests and crew, resolving issues, and supporting onboard activities. Ideal candidates will have extensive experience in luxury service and a proactive attitude, ensuring high standards of guest satisfaction.

Qualifications

• Minimum 3 years of experience in a Palace/5-star hotel or luxury tourism industry.
• Knowledge of luxury service standards.

Responsabilités

• Coordinate efforts among teams to ensure delivery of cruise components.
• Act as liaison between guests and ship crew, addressing inquiries.
• Assist in organizing daily programming and excursions.

Connaissances

Dynamic

Organized

Adaptable

Interpersonal skills

Description du poste

Below is a refined version of the job description, improving formatting, clarity, and focus:

Company Presentation

UVEA MARINE SERVICES (UMS), based in Wallis and Futuna in the South Pacific, has been recruiting for the French company PONANT for over twenty years. PONANT is a leader in polar expeditions, environmentally respectful, and an expert in luxury cruises, with a focus on high-quality ship outfitting.

Job Description

The role involves ensuring the delivery of PONANT's unique cruise components by coordinating efforts among different teams, communicating effectively, scheduling events, and progressing initiatives to meet goals. You will serve as a privileged contact for guests to gather feedback and assist with their needs and questions.

Main Tasks

• Relay information between operational teams and guests, ensuring seamless communication across departments such as housekeeping, food and beverage, and front desk.
• Act as the liaison between guests and ship crew, addressing inquiries, feedback, and special requests.
• Develop and distribute information through the PONANT App and other channels.

Problem Resolution & Quality Standards

• Identify guest complaints, propose solutions, and follow up on corrective actions with the Hotel Manager.
• Analyze guest feedback via surveys and comments to maintain PONANT quality standards.
• Implement proactive measures to prevent non-conformities, ensuring compliance with charters and operational requirements.

Personalization & Experience Coordination

• Promote onboard services and local offerings, using storytelling to enhance guest experiences.
• Coordinate special requests such as VIP services, celebrations, or solo traveler needs with relevant departments.
• Participate in entertainment activities and public relations events, including welcome cocktails and guest dinners, alongside the Cruise Director.

Program & Excursion Support

• Assist the Cruise Director in organizing daily programming, lectures, and information sessions.
• Accompany guests on shore excursions, supporting guides and managing schedules.
• Work with hotel services to confirm dietary requirements and room preparations for special requests.

Profile

Minimum 3 years of experience in a Palace/5-star hotel or luxury tourism industry.

Knowledge of luxury service standards.

Soft skills: dynamic, organized, adaptable, interpersonal skills.

Autonomous and proactive attitude.

Working proficiency in French and/or Spanish is a plus.

Additional Information

Our opportunities are open to everyone. We uphold principles of non-discrimination and equal treatment as part of our core values.